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greenm3672
Aspiring Contributor
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Message 1 of 16

BT Retail server Fault

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I have had no BB service for over 5 weeks due a 'BT retail server fault'.  The fault occurred following an 'upgrade' (sound familiar to anybody?) to the local cabinets in Great Walsingham, Norfolk.  My fault reports are marked as fixed when they are not. Even calls by the 'BT' engineer to Openreach do not resolve the problem or get fobbed off.  Each fault report involves 30 minutes of tortured conversation with a service provider in Bangalore.   How can I get BT to get Openreach to fix my fault?   The OffCom service performance level for BB is 2 days...   I have just realised why Openreach needs to be legally separated and broken up. The best interpretation I can put in this terrible level of service is that Openreach engineers are incompetent, but regretable I believe them to be dishonest as well. 

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15 REPLIES 15
john46
Distinguished Sage
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Message 2 of 16

Re: BT Retail server Fault

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are you on infinity or normal broadband
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john46
Distinguished Sage
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Message 3 of 16

Re: BT Retail server Fault

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The engineers come from Openreach not BT BT only have call centre staff many based in India
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greenm3672
Aspiring Contributor
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Message 4 of 16

Re: BT Retail server Fault

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Normal broadband or more accurately 'no-broadband'. 

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greenm3672
Aspiring Contributor
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Message 5 of 16

Re: BT Retail server Fault

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Thanks - I am aware of the distinction.  

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PaddyB
Moderator
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Message 6 of 16

Re: BT Retail server Fault

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Hi @greenm3672,

 

Welcome to the community forum. I'm sorry you've been left without a Broadband connection. If you send me in your details I'll be able to take a look at what is happening with the fault on your line.

 

You can send me in your details using the "Contact The Mods" link found in my profile.

 

Thanks

 

PaddyB

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greenm3672
Aspiring Contributor
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Message 7 of 16

Re: BT Retail server Fault

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Hi PaddyB,

thanks for contacting me.  I am not sure if you can help or even whether you want to waste your time investigating a sorry litany of underperformance.  I have yet another BT 'engineer' visit booked for Thursday morning who will discover that the there is a BT retail server fault or 'line fault'.  He/she will then make a phone call to openreach to report this and drive off somewhere else, 'job done'.  Several days later nothing will have happened,  my BB will still be unconnected, but miracuousy the fault will be marked as fixed.  Hence like Sisyphus pushing a stone up a mountain for all enternity I will have to start over again with a new fault, taking yet another 30 minutes with a call service in Bangalore.  Do you really want to get involved when you could be spending your time more usefully by banging your head against a wall or entering a state of suspended animation?   Martin 

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 8 of 16

Re: BT Retail server Fault

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@greenm3672

I am sure that @PaddyB or one of the team will sort it out, they do not usually end up banging their head against a wall Smiley Wink

"Retail Server fault" is failly common, and covers a lot of different possible fault conditions.

 

I assume your phone is working fine?

 

A cabinet upgrade should not really affect your line, unless its a re-arrangement. As your broadband comes from the exchange, a cabinet re-arrangement would also affect your phone line, if it had gone wrong.

 

 

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greenm3672
Aspiring Contributor
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Message 9 of 16

Re: BT Retail server Fault

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Yep, correct.  Phone is working fine.  I will contact @PaddyB. I think our line might have moved from Cabinet 5 Little Walsingham to Cabinet 4, but not certain on this point. 

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 10 of 16

Re: BT Retail server Fault

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Is the phone number correct, just in case you have a crossed line?

 

Diai 1470 17070 and check that the number that is read out, matches your home phone number.

 

I cannot see how a cab re-arrangement would affect ADSL broadband, unless you have a croosed line.

 

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